Contact Centre Solutions Benefits
Agents have the ability to search your most refined information at the click of a button to quickly and easily resolve calls first time and without escalation
Our Natural Language Search allows agents to retrieve accurate results quickly improving the speed to resolution
Training materials and essential information are readily available to the agent, reducing training times by up to 50%
No matter the channel, customers have access to consistently accurate information on demand
Agents spend less time searching and more time resolving as knowledge processes are streamlined into one easy to use repository
KPS contact centre knowledge management solution enable agents to document and share their experiences & expertise which doesn’t leave when they do
Other Knowledge Management Solution Features
On top of its core components, Universal Knowledge management products have a wide range of features applicable to each solution. Follow the links below to learn more about our comprehensive Knowledge Management product and how its features can help to solve your business issues.
Contact Centre Knowledge Management Customers
Customers are increasingly demanding customer service excellence both before and after sales. Meeting these high level expectations is critical in acquiring new customers and retaining existing ones.
Many challenges face contact centres worldwide many of which can be alleviated using comprehensive contact centre knowledge management solutions to empower your agents with the right information across multiple channels.
KPS have provided us with a much needed tool for both our internal agents and our customer base, to quickly resolve issues about their plans. Used both internally within our secure contact centre and embedded within our customer portal, Universal Knowledge by KPS allows us to ensure accurate and timely responses to our customers. With ongoing acquisitions and expansion, our knowledge base has needed to be flexible and scalable.
KPS have provided fast and efficient support and we look forward to continuing our relationship with KPS.Pan European Financial Services Contact Centre Head of Customer Service
“The beauty of the KPS system is that it is so simple to use and administer yet delivers so many benefits through our outsourcing operations.”Contact 121 Martin Bill, Managing Director
“Universal Knowledge has allowed the team to significantly improve the quality and service that we can provide, with a reduction in AHT and significant reductions in message errors and scheduling”.Indiana University Health Shelby Smith, Director, IConnect Patient Access Center (IPAC)
Multichannel Consistency & Fluidity
Many of today’s contact centres take a multichannel approach to their customer service operations with the likes of social media, email, chat, community forums and mobile all gaining weight in their significance to the contact centre along with the traditional phone route.
The challenge of today’s evolving technological environment is that response times and the accuracy at which they are delivered, remains consistent and uncompromised regardless of the channel that is chosen by the customer. Core to the delivery of exceptional customer service across multiple channels is a multichannel contact centre knowledge management solution.
KPS contact centre knowledge management solutions have the robust flexibility of sitting at the centre of communications across all channels, and also allows for integrations with a number of systems such as CRM. Such synergies will provide both your self service customers and your agents with a seamless and greatly enhanced experience.
Reduce the Effects of Attrition & Enhance Agent Excellence
The career of a contact centre agent is typically a short-lived one leading to headache for contact centre managers. Expensive and lengthy training for agents demands high levels of financial and intellectual investment.
With our contact centre and self service software solutions, training times can be halved by up to 50% with dramatic impacts also seen in agents’ final competency and confidence.
Processes are streamlined and knowledge is centralised into one easy to use portal, empowering the agent with the tools to excel in both productivity and efficacy.